An operating system or (OS): (check all that apply)

The scope of support is the same for Windows and Macintosh and includes: (check all that apply)

Manual Interactions must be created when the original interaction is incorrect. Interactions are created manually when: (check all that apply)

Per myCSP articleHow to Escalate to the Escalation Team Contact Matrix *178973, what should you do before escalate a customer to the Escalation Team? (check all that apply)

In order for you to be familiar with the customer experience, you will log on to ______________ and search for the Support tools section. Here the customer can access tools like Myatt.

_______________ is a scheduling tool you will use when you are unable to schedule an appointment in either WFT or Siebel.

Every time you have contact with a customer, you use Siebel to ________, __________, and ________. (check all that apply)

It is mandatory that you use _______ as you troubleshoot the call. This provides consistency and gives you the information you need to successfully assist the c customer until you reach resolution for all of the customer’s issues.

The best and only method to use to resolve customer issues quickly.

This definition defines _______:

If the call was transferred from another department include the following documentation in the call transfer information: (check all that apply)

When it’s determined a customer’s issue is out-of-scope, you are instructed to offer _________________.

________________is your lead recommendation on all resolved in-scope and all outof-scope calls. It is a “reasonable or best-effort” remote service and offers virtually unlimited support over the phone and Internet 24 hours a day 7 days a week. This definition defines _______:

Per the myCSP article *181496 Scope of Support – Residential Services, Recommend ______________services if the residential customer has a problem associated with any out-of-scope (OOS) issues.

The tools that you will use when handling 9 state region calls include:

A new Interaction and Case must be created every time an agent interacts with a: (check all that apply)

How is the search for a registered customer different from the search for an unregistered customer?

_____ platform is used to access customer accounts and document the customers call. It tracks customer information and technical troubleshooting history for each account.

A ________ in CRM is a record of a problem or issue reported by the customer.

Per the myCSP article, authenticate all inbound calls from: (check all that apply)

A(n) _________is a record-keeping tool that categorizes the types and number of calls you receive.

When is verification required?

If you cannot verify the customer, attempt to verify them using the ___________.

The most common way to search for a customer is by ______ the DSL number.

The Workflow Tool (WFT) will prompt you to consult various tools as you work through a flow, but there are some that will be primary tools:

Examples that may cause No/Intermittent Sync on the DSL Modem include: (check all that apply)

Top 3 Drivers of Unnecessary Truck Rolls include failing to: (check all that apply)

The issues you will support vary by browser. Use myCSP article ___________________________ to look at the level of support you will provide based on browser.

The next step in assisting a customer who had a browser issue that was beyond your scope of support would be to ___________________.

For supported browsers, you will provide ______________information and assist the customer with configuring the software for no surf and personal preferences.

Issues requiring an install/uninstall and diagnosis and troubleshooting of the browser software are not supported for_________________.

The Scope of Support article states that you will be able to: (check all that apply)

The support you will offer a customer depends upon the _______the customer is using.

Letting WFT make the decisions for you so you can determine what the customer’s issue is and resolve the issue more quickly ______________________. (check all that apply)

The agent is also required to create a new interaction and a new Case against a generic account for every: (check all that apply)

The difference between a registered and unregistered customer is that they: (check all that apply)

In the 12-state region, the DSL Internet service is referred to _______.

AT&T offers DSL Internet to customers without requiring them to have AT&T local phone service. In the 9-state region, the service is referred to as:

Customers can power cycle their modem by doing the following:

______________is a web-based standalone system used by agents to assist the customer with online password resets.

WFT should be used on which type of calls.

Cust relationship mgmt. app to access customer accounts in the 9 state SE region and document the customer’s call. It tracks customer information and technical troubleshooting history for each account.